What is Aloware Dashboard?
Aloware Dashboard is a central place to view your account's current live calls and past communications (calls, messages, voicemails, email, fax).
The Aloware dashboard is live and does not require refreshes.
Screenshot of Aloware Dashboard
Communication Metrics
The top section of the dashboard shows the most important metrics of your Contact Center:
Summary of Total Calls and SMS
Total Inbound calls
Total Outbound calls
Total Contacts Engaged
Read the Communication Metrics article to learn more.
Activity Graph
Aloware real-time activity graph displays call and SMS traffic for the past month (or selected date period). By default, Aloware groups its metrics by Lines (or campaigns) so the Admin can see which team is interacting more with contacts.
You can change the date range of this graph by using the date selector at the top of the page.
Communication Logs
Aloware's Communication Logs section displays all communications made individually. Users can add more details to the table.
Default Data Column Fields
By default, columns display the following information:
Number - Contact's phone number.
Start Time - Displays the date and start time of the call
Talk Time (for SMS)
Sent
Delivered
Failed
Contact Owner - these are users in Aloware who are responsible for the specific contact.
User - Displays the person who had made the communication activity, e.g., sent an SMS, made a call, etc.
Tags - displays the associated tag of the contact.
Adding Other Data Columns
To include more details in the table, follow these steps.
Go to the dashboard > Communication Logs
Click the Table Settings button > select the relevant points.
Owner - displays the contact owner.
Ring Group - shows the contact's enrolled ring group.
Sequence - displays the sequence where the contact is enrolled.
Broadcast - displays the broadcast where the contact is enrolled.
Duration - displays the call duration of every call.
Resolution - This field shows how the call was resolved, whether it was the first call (regular), forwarded, or put in a queue.
Wait time - logs the duration of the contact's wait time.
Location - displays the contact's location.
Lines - displays the line used in the call.
Attempting - identifies the user that an inbound call is trying to reach, usually in a Ring Group.
Transferred From - Logs where the call was before transferring.
Cold Transferred? - Yes or No if the call is cold transferred.
Transfer Type - identifies if the call is warm or cold transferred.
Callback Status
Queue Resolution
Callback - when the contact requested a callback. Read about Smart Queues in Aloware.
Handle by Text - defines how incoming messages are handled by the Ring Group. Read more about Text Message Handling.
Voicemail - when the contact leaves a voice message if they do not want to stay in the queue. Read Offer Voicemail Option.
Email - displays the contact's email
Creator Type - is a communication property that displays what initiated the communication.
Users can also see the Creator Type in Contacts Communication Activity:
Select a Contact.
Pick a communication from the activity box.
Click More Details.
Look for Creator Type displays in the Communication Info:
List of Creator Types
Manual - Manual communications from Aloware users.
API - Communications that were initiated by our SMS or Two-legged Call API.
Sequence - Communications that were initiated by sequences.
Broadcast - Communications initiated via the broadcast tool.
Power Dialer - Calls made through Power Dialer.
SMS Reminder - Appointment reminders.
App Notification - App notifications, line/user/ring group settings for missed calls, and similar actions.
HubSpot Workflow - Communications from HubSpot custom workflow actions.
Zapier - Communications via Zapier actions.
Changing the Date Range
Use the Date Range selector to view your reports and analytics from a specific time range.
Filtering Call Data
Users can filter more data points to narrow down reports. Currently, users can filter based on:
Handling:
Direction - either inbound or outbound.
Answer Status - displays data depending on the answer status.
Talk Time - displays communications based on the total talk time.
Type - displays the communication type (call, text message, email, fax).
Transfer Type - either cold transfer, warm transfer, or conference.
Callback Status - either initiated or requested.
Properties:
Tag - displays all contacts on the selected tag.
Call Disposition - displays all contacts with matched call disposition.
Not Disposed - displays all contacts that were not disposed of properly and uses them as contacts again.
First-time Conversations - enable to display of first-time leads.
Untagged Conversations - enable to display of untagged conversations.
Exclude automated communications
Creator Type - displays what initiated the communication.
Attribution:
Lines
Users
Ring Groups
Numbers
Sequences
Broadcasts
Saving Filters
To save your filters, click the Save Filters button > click Save Filter beside the My Filters.
A Create a New Filter wizard displays > name your filter.
Click the Save button once done.
Active Filters
Active filters that are currently implemented display the current data.
Exporting Communications Report
The report provides essential information and statistics on contact center performance, particularly communication trends crucial for customer success and retention. Aloware enables you to create and export communication reports, aiding in agent productivity assessment, customer engagement effectiveness review, business plan evaluation, and sales conversion insights.
Aloware Dashboard Other Menu Buttons
Aloware Talk Button - Click here to switch to Aloware Talk.
New - See what's new in Aloware.
+ Button - Quickly add a line, ring group, user, contact, tag, sequence, SMS, call, or fax.
? Button - Find your service code and role, and access customer service and setup guides.
Microphone Icon - Shows new Aloware product updates.
